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Guide to Using the Actions Feature - Automate and Personalize Customer Responses with AI Agent

1. Introduction​

The Actions feature allows you to connect the AI Agent with external tools and APIs, expanding automation and interaction capabilities in customer support. It enables real-time data retrieval and provides fast, accurate responses without human intervention.

2. Benefits​

Actions help the AI Agent automatically retrieve information from external systems, reducing staff workload, increasing customer satisfaction, and ensuring a smoother experience.

3. How It Works​

Actions are predefined behaviors triggered by customer queries or context. Each Action includes a configured API call that the AI Agent uses when appropriate.

Banner AI Agent integration

4. Common Use Cases​

  • Check order status
  • Retrieve product information
  • Update shipping address
  • Place new orders
  • Query account details

5. Creating Custom Actions​

  1. Go to the AI Agent settings and select "Actions"
  2. Click "Create Action" and enter the required details:
    • Action name
    • Usage context (when to trigger this Action)
    • Input data needed (e.g., product_id)
    • API configuration (method, URL, headers)
    • Enable or disable the Action
  3. Click "Create" to save

6. Example​

Get foreign exchange rates:

Name: Get Foreign Exchange Rates

API: GET https://api.exchangerate-api.com/v4/latest/{base_currency}

Create AI Agent Action integration

7. Escalating to a Human Agent​

This feature allows the AI Agent to automatically transfer the conversation to a human agent upon customer request. It prevents service disruption and enhances trust.

Setup Options​

Option 1: Use prebuilt template

  • Go to Workflows → New Rule
  • Select "Escalate to human agent"
  • Trigger: When the customer asks to speak with a human
  • Condition: Conversation status is "opened"
  • Action: Assign to an online agent

Option 2: Create a custom rule

  • Trigger: Same as above
  • Condition: Flexible/custom
  • Action: Assign agent, send internal note, change status...

Make sure rules are logically consistent to ensure smooth operation.

8. Shopify Integration​

Get Product Information: Retrieve detailed product data.

Tracking Order: Provide real-time order status.

Place Order: Assist in completing orders within the conversation.

Shopify Add-on: One-time installation enables full integration between Shopify and the AI Agent.

9. Integration Methods​

  • Use available add-ons: No coding required
  • Use custom API: For internal systems or unsupported platforms

Actions empower the AI Agent to handle repetitive queries, transfer chats appropriately, and connect seamlessly with platforms like Shopify. This helps deliver a more efficient and professional customer support experience.